A Brief OverviewThe IT Support Specialist I is responsible for delivering and improving technology support across all company division locations by exercising independent judgment in how support issues are analyzed, resolved, documented, and escalated. This position uses hands-on support experience and support data, to increase effectiveness and scalability of company technology. This role supports company technology processes for user support, security, and legal by following established procedures and escalating appropriately, while contributing feedback for improvement. The IT Support Specialist I serves as a professional bridge between user support roles and Technology Administration, developing subject matter expertise, ownership, and governance responsibilities at the IT Support Specialist II level.
What you will do- Monitors and analyzes company division support requests and exercises independent judgment to determine appropriate resolution paths, including troubleshooting and resolving issues directly or coordinating escalation to subject matter experts.
- Analyzes support trends and recurring issues to identify root causes and contributes to the design and improvement of support workflows, routing protocols, and resolution standards to enhance efficiency, consistency, and user experience.
- Develops and maintains technical documentation, knowledge base resources, and training materials for administrators, support staff, and end users, enabling scalable support models and reducing reliance on manual or reactive intervention.
- Ensures company division technology assets are properly documented and tracked for support and lifecycle visibility, and provides recommendations related to storage, replacement, and disposal in accordance with established policies.
- Supports the execution of company technology, security, and legal processes related to employee equipment by following documented procedures, maintaining required records, and escalating exceptions appropriately.
- Uses analysis of support data and operational experience to make recommendations for scalable technology solutions and continuous improvement initiatives.
- Identifies recurring operational patterns and contributes to improvements in company technology policy and procedure.
- Assists with technology projects by completing assigned tasks, coordinating with stakeholders, and contributing documentation and implementation support as needed.
- Communicates effectively with internal stakeholders at all organizational levels regarding support status, issue resolution, and process improvements, ensuring clarity and alignment with established service expectations and departmental procedures.
Education Qualifications- Bachelor's Degree in Information Technology, Business, or related fields required.
- or equivalent work experience required.
Experience Qualifications- 1-3 years Experience working in or supporting executive or corporate office environments, including interaction with senior leadership, where professionalism, attention to detail, and discretion, are critical. required.
- 1-3 years Demonstrated experience identifying technology or operational gaps, proposing solutions, and planning and executing those solutions from concept through implementation and ongoing management. required.
- 1-3 years Experience managing company-issued technology equipment at an enterprise scale, including inventory, deployment, lifecycle tracking, and support considerations. required.
- Hands-on experience administering mobile device management (MDM) platforms and enforcing device, security, and access controls across diverse user populations. preferred.
- Experience executing legal hold, data preservation, and custodianship requirements as they relate to employee technology equipment, in accordance with documented legal, HR, and security procedures. preferred.
- Experience contributing to or supporting technology strategy, including translating support insights and operational needs into scalable, repeatable solutions. preferred.
Knowledge, Skills, and Abilities- Proven history of technology management to meet company goals and ensure business continuity.
- Understanding of business operations.
- Excellent written, verbal, and interpersonal communication skills, with both technical and non-technical audiences.
- Ability to provide cost-benefit analysis for strategic planning and project management.
- Ability to identify problems, collect and analyze data and draw logical conclusions.
- Ability to prioritize, multi-task and meet deadlines.
- Excellent use of technology skills including mobile devices and office software.
- Ability to maintain confidentiality.
CompensationWe are committed to offering competitive and equitable compensation. Final salaries will be determined based on factors such as geographic location, skills, education, licenses, certifications, and/or experience. In addition to these factors - we believe in the importance of pay equity. We consider internal and external factors as a part of every final offer. We also offer a generous total compensation and benefits package.
BenefitsA competitive salary is only one part of your total rewards. We also offer a comprehensive benefits package, including paid time off, medical, dental, life and disability insurance, HSA/FSA accounts, retirement, rewards programs, and so much more!
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EEO/ADAThe Company and its affiliates provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.
For further information, please review the Know Your Rights notice from the Department of Labor.
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